Help-desk Help

We use the following categories to classify tickets. Below are those cat=
egories and our expected response times.

How do I=E2=80=A6 (Ask about how to use our system) Please search our Knowledge Base or Video Library. If you cannot find re=
source, we=E2=80=99re happy to help. Expected response time is one full bus=
iness day.

Other (Ask any other question) Response to resolu=
tion will be provided after initial response.

Salesforce (Ask about SF integration and settings) For requests that can be configured by the client a response will be prov=
ided within one business day. Custom mapping requests will be completed wit=
hin seven business days (after quote is approved by client). Development re=
quests will be scoped individually.

Request Site Changes (Request a site change) For =
non-urgent requests, site changes will be completed within five business da=
ys. Urgent requests (donations not coming through, site not loading) will b=
e addressed immediately.

Report Bug (Report an incident/bug or request information)&nbsp=
;Response will be provided within one to three business days (depe=
ndent upon complexity.) Bugs will be slated for development with an update =
provide every five days until released.